The Customer Success Manager will onboard and retain customers, manage client portfolios, analyze data for insights, and drive product adoption to ensure customer success and satisfaction.
About Wyllo
You will
You have
Working at Wyllo
The total compensation range for this position is $100,000 - $140,000 per year, depending on experience, skills, qualifications, and location. This range represents our good faith estimate of the compensation for this role at the time of posting.
Wyllo is a CX-first, end-to-end risk intelligence platform that helps ecommerce merchants manage fraud, policy abuse, and customer experience across the entire commerce lifecycle. By combining identity signals with behavioral intelligence, Wyllo enables merchants to better understand shopper intent and make smarter decisions across checkout, returns, refunds, and customer support. Wyllo works with leading ecommerce brands and integrates directly into the platforms where merchants manage orders and customer interactions. Learn more at www.wyllo.ai
About the Role
The Customer Success Manager will help onboard new customers and focus on retaining and expanding existing customers.
- You are customer-centric in everything you do; over-communicating to our customers and relaying their feedback, requests and observations to the internal organization. You are operationally minded and have a strong understanding of process, tools and technology.
- You will confidently manage a book of business, maintaining consistent touch-points with customers to ensure positive customer experiences and positive relationship status’. You will be experienced at contract negotiation, conveying product value and ROI in conversations that result in customers advocating on our behalf publicly.
- You will work with the Sr. Director of Customer Success to implement programs to identify and drive growth. These will map, track, and drive opportunities across mid market and enterprise customer segments. You will identify ways to improve our processes, engage repeatable processes like QBR’s and renewals with efficiency, and default to using data whenever possible.
- Own and manage a portfolio of clients, serving as the primary post-sales point of contact and trusted advisor
- Lead customer onboarding and enablement to ensure fast time-to-value and strong early adoption
- Proactively monitor account health, usage, and risk indicators to prevent churn and escalation
- Develop a deep understanding of your client’s businesses, our competitors, and relevant verticals.
- Build relationships with decision-makers and individual contributors, understanding their business needs, objectives and how they view success for their partnership with NoFraud
- Become a product expert, able to answer customer questions regarding workflows, set up, transactions, billing and more.
- Educate clients on fraud best practices and advise on strategies and tactics to drive down chargebacks.
- Manage renewal processes by clearly demonstrating our product’s ROI using data, analytics and competitive analysis.
- Partner closely with Sales on expansion opportunities while showing an understanding of your client’s pain points and needs.
- Conduct comprehensive quarterly business reviews that demonstrate a deep understanding of your client’s program goals and results and provide data-backed recommendations.
- Own your clients’ success with a goal of making every client a NoFraud net promoter and shameless public advocate.
You have
- Experience: Minimum of 4 years of experience in customer success, marketing, or sales within the tech industry or a SaaS business.
- Ecommerce Knowledge: Strong understanding of how online merchants operate and how technology impacts revenue, customer experience, and risk.
- Analytical Skills: Proficiency in analyzing data and metrics to derive insights and make recommendations. Capable of telling compelling stories using data.
- Communication: Excellent communication and interpersonal skills, with the ability to build rapport and credibility with diverse stakeholders. Great written and presentation skills.
- Strategic Thinking: Ability to develop and execute plans aligned with company objectives. An awareness that the customer voice is the most important asset we have in building a broader business strategy.
- Adaptability: Comfortable working in a fast-paced, dynamic environment with evolving priorities and client needs.
- Organized: Self-motivated and capable of managing multiple priorities, including clients, experiments, and updates to internal teams. Unwavering attention to detail.
- Technical Acumen (preferred but not required): Strong understanding of fraud prevention technology and the ability to effectively communicate technical concepts to non-technical stakeholders.
Working at Wyllo
We’re a high-performing team that is passionate about fraud and a community driven by values that shape everything we do. We seek passionate and dedicated individuals who align with our core principles; Integrity, Pride, Humility and Impact.
- Integrity: We do the right thing, even when it’s tough, and even if no one sees it. We always consider the customer’s best interest in every decision we make.
- Pride: We know that the work we do is important, and we take great pride in doing it well. We show up every day with the best intentions, ready to deliver superb outcomes for our team, our customers, and ourselves.
- Humility: We leave our egos at the door, approaching problems as a team, with openness and collaboration. We’re willing to be wrong in order to get things right.
- Impact: We are results-oriented, we take ownership, and we hold ourselves accountable to get things done and deliver results.
If you are excited to collaborate in a fast-paced, purpose-driven environment where your contributions truly matter, we’d love to have you join us!
Equal Employment Opportunity
Wyllo LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, sexual orientation, political affiliation, military veteran status, domestic violence victim status, or any other protected characteristic under applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Top Skills
Customer Success
SaaS
Wyllo New York, New York, USA Office
New York, New York, United States
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